Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter from this company, stating I was being cited for a traffic violation. The citation was later determined to be unsubstantiated and I was had been waived and would receive a refund. I have not received my money and the company only responds with the same, repetitive statement and has yet to refund my money.

  

  Business Response

  Date: 03/26/2024

  Hello ***************************,
  
  Thank you for contacting us.
  
  I was unable to locate an account with the information provided. To better assist you, please provide the following information:
  
  Name of the rental car company;
  Name and address of the primary renter as it appears on the rental record;
  Rental agreement number;
  Or;
  The first six numbers of the credit card that was charged;
  The last four numbers of the credit card that was charged;
  The credit card expiration date;
  The credit card transaction date; and
  The amount charged to the credit card.
  
  I look forward to receiving your response with these details.
  
  SUZI B | **************** Representative
  **********************
  Phone: ************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

• Initial Complaint

  Date:03/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to pay this invoice for them... and their website is not working...It can't find my invoice.... when I tried to call the toll free numbers... it is it is not accepting calls at this time.... (during work hours)I don't want to be charged to be charged late fees nor sent to collections...

  

  Business Response

  Date: 03/26/2024

  Hello ***************************,
  Thank you for contacting us to make a payment.
  The easiest option to make payment would be to pay online. I can provide all the necessary information to log in and make the payment on our website.
    Website: ***********************************
    In the middle of the page, you will see Print Your Receipt or Pay Now. Select Click here.
    Select your rental agency
    Log in using Search by Agreement
    Renters last name:  ***************************
    Rental agreement number:H27430572
    Return date of 09/19/2023
    Complete Captcha (Im not a robot)
    Press Search
    Select the Pay Now option in the center of the screen to be directed to US bank for payment 
  o If the pay now button is not responding, you likely have a pop-up blocker tuned on that is blocking the payment screen from opening. Check your internet browser settings to turn this off.
  o If you are using Safari you will need to right click your mouse or use the CTRL/click function on the pay now button to open a new tab for US bank.
    Complete required fields to process your payment.
  o If your billing address is not located in the US or ******, you will select Is Address Overseas
  If the online option doesnt work for you, the next best option is to make a payment through our automated payment system at **************. You can make a payment 24 hours a day.
  Please select Option 1 to be redirected to make a secure payment.
  You will need to have your invoice number and credit card available.
  Your invoice number is: 210663001
  You may also make a payment by calling us. please call us at ************** between the hours of 9:00 am and 5:30 pm EST Mon-Fri. Please have your rental agreement number ready (H27430572).
  Thank you for contacting PlatePass
  SUZI B | **************** Representative **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

  Customer Answer

  Date: 03/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:03/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PlatePass.com service charged me a wildly excessive fee ($699.75) for an "All inclusive" service even though I opted out of it at the beginning. I drove on a toll road for 2 days, expecting to only pay the tolls of which I had incurred, yet was charged an insane fee for the entire month, most of which I did not even drive on a toll road. Neither the Hertz rental agent, nor my Hertz contract emailed to me, described the process or me opting in to such a service after I had opted out of it. This feels like an egregious scam. I am willing to pay for the tolls I have incurred plus a modest service fee for the days I actually used the transponder, NOT hundreds of dollars more for 30 days of no use!

  

  Business Response

  Date: 03/25/2024

  Dear *******************************,

  Thank you for contacting us with your billing concerns.
   
  I have reviewed your account, and I see that the PlatePass All-Inclusive Tolling option was declined when the rental vehicle was picked up, but the transponder device affixed to the windshield was activated when you traveled through a toll facility. Therefore, the PlatePass AllInclusive Rate has been charged in the amount of $699.75.
   
  If the transponder box had not been opened, you would have been billed for each toll fee plus a $9.99 administrative fee. That total would be $32.94. In future rentals with Hertz if you do not wish to be charged the all-inclusive rate, please make sure the transponder box is closed. If something like this happens again, please contact us at ************. I have as a courtesy I have waived these tolls and fees.
      
  Thank you
   
  SUZI B | **************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com
  

  
  

• Initial Complaint

  Date:03/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Traffic Solutions (parent company Verra Mobility) incorrectly processed paperwork for a traffic speed camera ticket. I completed the paperwork to contest a ticket by mail by filling out the check box on a ticket form and submitting 7 pages of documentation. The correct method of handling this paperwork is to enter that I have contested the ticket by mail and to ensure that the statement is reviewed by the relevant court officials. American Traffic Solutions did not do this. They received the documents on March 4, 2024 via **** Priority Mail with tracking and delivery confirmation. They entered my documents as correspondence and did not forward them to the proper officials. Instead, I received a letter in the mail that I would now have an in person court date in *******, **********. I do not currently live in *******, **********. This failure to correctly process a simple check box resulted in great stress, time, and additional financial costs. Given the need for clear photos and mail delivery confirmation, I incurred costs at a copy shop for color prints to document the inaccurate claims made by the staff and equipment at American Traffic Solutions. I also paid for Priority Mail because PO Box delivery does not allow for signature confirmation. Now I will have to pay for all of that again to mail these things to the court. Additionally, as a scientist I have carefully analyzed the materials that American Traffic Solutions used to make accusations against me. Using ****** Earth tools to measure distances with satellite imagery and calculating speed from those distances and times provided by the company, I dispute the speed that they reported. Furthermore, I allege that they referred my images for ticketing because the car in question was a rental car with out-of-state plates. I request that they admit the processing error and contact the ******* Municipal Court Photo Enforcement Program rescinding the ticket.

  

  Business Response

  Date: 03/18/2024

  Dear *****************************,

  Thank you for contacting us with your billing concerns.
  
  I understand you would like to dispute your ticket. Unfortunately, at this time I can not locate your account. Can you please help me locate your account by either.
  
  Rental agreement number;
  Or;
  The first six numbers of the credit card that was charged;
  The last four numbers of the credit card that was charged;
  The credit card expiration date;
  The credit card transaction date; and
  The amount charged to the credit card.
  Please reattach your original documentation to the reply
  
  I look forward to receiving your response with these details.
  
  Thank you
  
  SUZI B | **************** Representative
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

• Initial Complaint

  Date:03/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to pay a fee they reported that I owe. However, they have no way to pay it. I've tried calling their line and without a mailing number, there are no options and no people to talk to. I then tried to contact them by their online option, but after filling out my information the service shows an error and does not work.

  

  Business Response

  Date: 03/18/2024

  Dear *************************************,

  Thank you for contacting us with your billing concerns.
  
  I understand you would like to dispute your ticket. Unfortunately, at this time I can not locate your account. Can you please help me locate your account by either.
  
  Rental agreement number;
  Or;
  The first six numbers of the credit card that was charged;
  The last four numbers of the credit card that was charged;
  The credit card expiration date;
  The credit card transaction date; and
  The amount charged to the credit card.
  Please reattach your original documentation to the reply
  
  I look forward to receiving your response with these details.
  
  Thank you
  
  SUZI B | **************** Representative
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

• Initial Complaint

  Date:03/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are fraudulently trying to charge me to tolls that were paid and documented on EZ-pass. I requested a refund but they inexplicably denied it because it didn't match a date range the was not on the invoice and when I never had the car. It is clear to me this business is a scam that bills people and adds exobinante fees and then denies any refund request in hopes people will just not pursue it. How this company has a A and not an F rating is beyond me. Attached it frustrating email correspondence with their "customer service" requesting a refund.

  

  Business Response

  Date: 03/08/2024

  Dear *************************,

  Thank you for contacting us with your billing concerns.
   
  I understand it is frustrating to have tolls missed on your transponder.
   
  When you are going through tolls sometimes the transponder does not connect to a toll booth. This happens in your personal car as well. But your personal car is attached to your account. When/If the ******************** is missed in the rental car the tolls charge goes to the car's owner. Since we are the car's owner we pay for the toll, this is why you have the toll and the fee. We have refunded the fees since you never intended on using our service. As a courtesy I have refunded the 3 tolls I can see, Should any other tolls get assessed to this rental agreement you would be responsible for the tolls. Please allow 5 business days for the refund of $5.22 to process. 
    
  Thank you for contacting PlatePass.
   
  SUZI B | **************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com
  

  
  

  Customer Answer

  Date: 03/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** Mobility, through their PlatePass.com service charged me an excessive fee for supposed "use" of their service through a Hertz rental. Neither the Hertz rental agent, nor my Hertz contract emailed to me describes such service or that I had to "activate" the service to not incur a fee. As well, no transponder was identified in the car during the entire rental period. For the entire period of my rental I used my own personal transponder. As well, the itemized charge list shows no toll charges were incurred during the rental period, however the excessive "did not activate" fee was still charged to me.

  

  Business Response

  Date: 03/07/2024

  Dear ***********************,

  Thank you for contacting us with your billing concerns.
  
  I have reviewed your account, and I see that the PlatePass All-Inclusive Tolling option was declined when the rental vehicle was picked up, but the transponder device affixed to the windshield was activated when you traveled through a toll facility. Therefore, the PlatePass AllInclusive Rate has been charged in the amount of $149.90.
  
  This means a tolls was registered to the transponder in the rental. Any time a toll is registered to the transponder in the rental that rental is automatically added to the PlatePass All-Inclusive Tolling option. As a courtesy I am refunding this account in full. Please allow 5 business days for the refund of $149.90. To avoid this in the future, please make sure you to not open the transponder box in the rental.
  
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Representative
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com
  

  Customer Answer

  Date: 09/11/2024

  I was never informed, or given the option, to not use PlatePass service. I have my own Massachusetts EZPass account that I enabled but PlatePass has charged me anyway.

  

  Business Response

  Date: 09/12/2024

  Dear ***********************,

  Thank you for contacting us with your billing concerns.
  
  I understand that you used your own transponder. After reviewing this account, I see you were refunded $149.90 as of 3/8/2024.
  
  In the future should you have a rental that charges you for tolls and you used your own transponder, we will just need you to send in your transponders tolls and will happily refund anything that has been duplicated. There is no need to do that for this rental as you have already been refunded as a courtesy.
  
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Lead
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, Thank you for your time. I was told that I'm on the "do not rent" list because of a repossession. However, the car was not repossessed, it was returned by me and I rented another car the same day. I was charged two repossession fees and continued to be charged for tickets weeks after the car was returned. I would like a refund and my name remove from the "do not rent" list.,Can you please look into this?

  

  Business Response

  Date: 03/04/2024

  Dear *************************,
  
  Thank you for contacting us.
  

  I understand you would like to get off of the Do Not Rent list. Unfortunately, you have contacted PlatePass,We do work with Hertz we can not help with a repossession charge/fee. Please contact Hertz to get this looked into further.
  
  Thank you for contacting PlatePass.
  SUZI B | Lead Customer Service
  **********************
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com

  Customer Answer

  Date: 03/04/2024

  Thank you for your response.  Can you provide the correct contact information please?

  

  Business Response

  Date: 03/05/2024

  Dear *************************,

  Thank you for responding.

  The phone number I have for Hertz customer service is **************. Have a wonderful week!
  
  Thank you for contacting PlatePass.

  SUZI B | ********************* **********************
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to pay a fee they reported that I owe. However, they have no way to pay it. I've tried calling their line and without a mailing number, there are no options and no people to talk to. I then tried to contact them by their online option, but after filling out my information the service shows an error and does not work. I want them to get rid of the charge because they will otherwise try to charge a late fee and it is impossible to pay the original charge.

  

  Business Response

  Date: 03/01/2024

  Dear ***********************,
  
  I apologize for the difficulties. As we discussed after our phone call your notice number is *************. I will talk with who does our phone tree, I understand you were pressing 1 to make a payment, When I called, I pressed 3,3 to get to an agent that would have been able to find you with your rental agreement number. I apologize again for the difficulties.
  
  I hope you have a wonderful weekend.
  
  Thank you for choosing Fox.
  
  SUZI | ***************************************************************** Center
  Phone:************** | Fax: **************
  Email:************************** | Website: www.foxtollsandfines.com

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I woke up to $519 being charged to my bank without my consent, and it was luckily blocked by my bank - informing me that this was a scam and that I should contact ***************** (Hertz) to report TollPass. They were impossible to get on the phone and I was never responded to in my emails that I sent to the company. After much research and taking a look at the rental contract: This was never disclosed on any paper work I received, nor was I warned about this. I was never given the option to opt in or out. The worker at the rental desk didn't mention it. I have a photo of the physical ez pass transponder in the car and it did not warn of an "all-inclusive rate as applicable to your rental period". I never agreed to that! And thanks to the internet, I see that this same thing has happened to many more people. This is a complete scam! I can't afford that! I even documented every toll I took, and I know exactly when, where, and how much I should owe! And I'll pay what I owe in Tolls, but nothing else. Some roads were "Toll by Plate" and you didn't have a choice but to keep moving, there was nowhere to pay cash, and I assumed I'd get an invoice for that when it arrived. I didn't even want to take the toll road! But I had to because the main highway was under construction for a day, and there was no other option! I'm a student who had to rent a car to get to school and work since my 20 year old car was broken down and being repaired. It took several weeks to repair, and I was charged weekly for a transponder toll that I wasn't using and never agreed to. Both the repairs and the rental are hurting me a lot economically right now. I can barely make it paycheck to paycheck, and then I get some scam about a $519 toll? I hope that justice is served and this horrible company is taken down. I've never been charged a "all-inclusive weekly toll charge" from any rental company ever. This is total B.S.

  

  Business Response

  Date: 02/20/2024

  Dear *********************,

  Thank you for contacting us with your billing concerns for Rental Agreement 812669885.

  I have reviewed your account, and I see that the PlatePassAll-Inclusive Tolling option was declined when the rental vehicle was picked up, but the transponder device affixed to the windshield was activated when you traveled through a toll facility. Therefore, the PlatePass AllInclusive Rate has been charged in the amount of $519.80.

  I have the option to opt your account out of the *********************************** service.  By opting out, you would then be billed for each toll fee plus a $9.99 convenience fee per day of toll usage. The new rate would be $78.66, which is a savings of $441.14. The opt out rate of $78.66 covers 4 tolls plus the 4-day convenience fee of $39.96. As a gesture of good will, I have also removed the daily convenience fee of $39.96. Please allow 72 hours for your account to update to the new balance of $38.70.

  I can provide all the necessary information to log in and make the payment on our website.

                Website:***********************************
                In the middle of the page, you will see Print Your Receipt or Pay Now. Select Click here.
                Select your rental agency
                Log in using Search by Agreement
                Renters last name: ****
                Rental agreement number: 812669885
                Return date of  01/01/2024
  
  If you have any additional questions, feel free to respond to this email.

  Thank you for contacting PlatePass.
  ************ | ****************** Specialist
  **********************
  Phone: ************** | Fax: *************
  Email: ************************************** |Website: www.platepass.com

  Customer Answer

  Date: 02/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I have paid what I owed in tolls, and will consider this complaint resolved. However, I still believe this company is dirty and I hope that justice is served since this is a total scam that I see has affected many people. 
  
  Regards,
  
  *********************